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Complaints Policy

Vital Learning Edge is dedicated to delivering exceptional training services to individuals as well as business and government sectors. We select highly skilled instructors who not only possess extensive knowledge and experience but also excel in delivering this expertise effectively in a training setting. Additionally, we have established comprehensive policies and procedures aimed at ensuring the highest level of customer satisfaction.

 

Should any training course not meet your expectations, this document provides details on the available options and the steps to follow to address and resolve any concerns.

 

Level 1 Procedure

Vital Learning Edge guarantee satisfaction – as such, we offer a full credit or refund policy. If the course is not meeting it’s advertised deliverables simply advise the course admin team or your instructor before the end of the first day of the course. Please return all course materials provided and we will provide either a credit towards an alternative course or a full refund* based on your preferences.*Less any cost associated with materials unable to be returned.

 

If you do not wish to leave the course yet still have concerns, please discuss these with the trainer at your soonest, or else contact your course administrator.

 

 

Level 2 Procedure

If you have completed the full course and wish to submit a complaint or feedback, you can use the Course Feedback Form (which will be provided to you on the last day of the course) to provide feedback. Vital Learning Edge takes these forms seriously, as they are crucial for assessing the quality of our courses/trainers and identifying areas for improvement. Continual Service Improvement is vital for Vital Learning Edge and each Course Feedback Form is reviewed by a Senior Manager, and any concerns raised are addressed promptly as per our Quality Management System.

 

 

Level 3 Procedure

If your complaint requires more attention than what is addressed through the Course Feedback Form, please submit your complaint in writing to the Operations & Quality Manager at train@vitallearningedge.com.

 

 

Our Commitment

Vital Learning Edge is deeply committed to upholding high-quality standards and addresses complaints as follows:

 

  • Transparent and Fair Review: Complaints are handled with transparency, objectivity, and impartiality. Our policy ensures adherence to principles of natural justice and procedural fairness. Individuals with specific needs, including non-English speakers or those with disabilities, will receive support throughout the complaints process to ensure they are not disadvantaged.

  • Prompt Response: We aim to respond to complaints swiftly. Emails will receive an initial response within 1 business day. We strive to resolve complaints within 5 working days. If this is not possible, you will be notified in writing with an updated timeframe for resolution.

  • Thorough Investigation: Complaints are investigated thoroughly based on their severity. We assess all relevant circumstances and information to address each issue appropriately.

  • Confidentiality and Anonymity: We maintain the confidentiality of clients or students who file complaints, and we will protect anonymity if requested. However, we will inform complainants if their anonymity may impact the extent of the investigation.